Survitec Group Limited Looking for Customer Service Lead at Delta, BC Full Time

Customer Service Lead

Job Family – Customer Service

This family is dedicated to supporting the customer before, during and after their purchase. They own and manage all in-bound and outbound reactive customer channels; they effectively turn enquiries into orders, in line with pricing policy and promotions. They are focused on delivering an exceptional customer journey, building successful customer relationships and communicating deep customer insight to commercial and sales teams

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Job Summary

This role supervises a team of Customer Service Representatives to maintain proactive relationships with key customers and internal stakeholders. It creates a productive service environment which drives a customer-focused culture and engaged team and serves as a subject expert in complex quotes and queries

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Duties and responsibilities

· Provides advanced product and service information to customers and responds to complex customer questions about those products and services

· Records and processes complex quotes and custom or special orders that may require additional resources for delivery, co-ordinating with operational teams as required

· Responds to and resolves more advanced issue escalations promptly and appropriately; provides managerial approvals as required

· Develops and implements a customer contact plan to communicate product launches and engages identified potential customers in relevant campaigns to build relationships

· Acts as first point of contact for customer queries and complaints and resolves these, referring complex issues to others as needed, whilst retaining oversight of each case and ensuring that the customer receives an appropriate response

· Sets clear objectives for each customer contact; uses standard materials to make presentation to the customer; and asks relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation.

· Contributes to an inclusive environment where our people feel valued, appreciated, and free to be who they are at work

· Helps drive customer renewals through exceptional service, supporting the sales teams as required

· Monitors team members’ use of the customer relationship management system, identifying and resolving standard issues and escalating these to a Customer Service Manager as appropriate

· Identifies instances within the team of non-compliance with Survitec policies, procedures and/or relevant regulatory codes and codes of conduct, reporting and addressing these and escalating issues as appropriate

· Assigns short-term work schedules to a team of subordinates to achieve business expectations, ensuring the team meet deadlines and KPIs

· Maintains an understanding of Survitec products and services, relevant technology, external regulation, and industry best practices through ongoing education, attending training and reading specialist media

· Monitors the performance of the team; allocates work and reviews completion; takes appropriate corrective action to ensure timeliness and quality of delivery; contributes to formal individual performance management and appraisal

· Creates an environment where everyone in the team can live the Survitec Values

· Contributes positively to creating an inclusive environment where our people feel valued, appreciated and free to be who they are at work

· Understands, upholds and contributes to creating a safety-first culture within Survitec. Ensures a safe and healthy working environment

· Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation, and industry best practices

· Other duties assigned by your manager from time to time

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Skills

· Builds strong customer relationships and delivers customer-centric solutions

· Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences

· Gains the confidence and trust of others through honesty, integrity, and authenticity

· Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems

· Rebounds from setbacks and adversity when facing difficult situations.

· Relates openly and comfortably with diverse groups of people

· Consistently achieves results, even under tough circumstances

· Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

· Builds partnerships and works collaboratively with others to meet shared objectives

· Provides direction to team members, delegating, and removing obstacles to get work done

· Holds self and others to account for meeting commitments

· Handles conflict situations effectively, with a minimum of noise

· Secures and deploys resources effectively and efficiently

· Works collaboratively with others to meet shared objectives

· Adapts approach and demeanour in real-time, to meet shifting demands of different situations

· Makes good and timely decisions that keep the organisation moving forward

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Values

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Drives safety culture

· Is a reliable source of reference on relevant safety standards and where these standards are at risk. Provides important insight into the root cause and corrective actions for such safety risks and issues. Raises issues and highlights own mistakes without fear. consistently to improve safety and wellbeing of self and others

Demonstrates commitment to delivering real value and confidence to our customers

· Understands the importance of being the representative of both internal and external customers. Demonstrates respect for those customers and is open and transparent about the delivery of service – only promises what they can deliver and delivers what they promise.

We care for our people, investing in the development of teams and individuals

· Understands own role within the team and takes accountability for delivery – is good at closing out actions and proactively asks for help when issues arise. Communicates appropriately, shares knowledge (coaching, mentoring and supporting others to develop skills as appropriate). Works collaboratively with own team and others to meet business goals

· Takes time to listen and treats others with dignity, accepting and respecting other people’s points of view or individuality. Understands how own behaviours impact others.

We aim for excellence in everything we do

· Takes personal responsibility for ensuring excellence, getting the task done on time and to the right standard. Consistently achieves targets, even when timescales are tight

· Committed and passionate about continuous improvement, looking to solve problems and avoid workarounds. Takes the initiative and acts with confidence

We seek to innovate at every opportunity

· Takes an entrepreneurial approach to change, being comfortable and willing to try out new methods, processes, ways of working or techniques to make improvements

· Takes time to understand and explain the rationale for change to support the understanding of self and others

We act with integrity

· Acts in accordance with Survitec Values, especially in situations when it is difficult to do so

· Represents self and Survitec in an ethical manner that engenders trust from colleagues, customers and external regulators

(Refer to Survitec Code of Conduct for further information and examples)

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Experience and qualification

​Educated to A-level or Further Education College equivalent level

1-3 years of experience of delivering high quality work unsupervised

4-6 months of coordinating others

Job Type: Full-time

Salary: From $60,000.00 per year

Benefits:

• Dental care
• Life insurance
• Paid time off

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Delta, BC: reliably commute or plan to relocate before starting work (required)